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SAP C_C4C14_1811 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Registered Products | <8% | - Use in service tickets |
| User Management | 8%-12% | - Maintain employees, business roles and users - Set up data access restrictions |
| Integration | 8%-12% | - Pre-packaged integration scenarios - System integration best practices |
| Implementation Basics | 8%-12% | - SAP implementation methodologies - Solution configuration and fine-tuning |
| Installed Base | <8% | - Use in service tickets |
| Administrative Configuration | 8%-12% | - Business configuration activities - Approval processes |
| Warranty Management | <8% | - Warranty determination and processing |
| Reporting and Analytics | 8%-12% | - Standard reports and dashboards - Basic custom reporting |
| Service Request Management | 12%-16% | - Service level agreements (SLA) - Escalation and routing rules - Create and process service tickets |
| Service Contracts | 8%-12% | - Contract creation and assignment - Entitlement determination |
| Organizational Management | 8%-12% | - Work distribution rules - Organizational structure setup |
SAP Certified Application Associate - SAP Service Cloud 1811 Sample Questions:
1. How can you maintain high data volumes in SAP Cloud for Customer? Note: There are 2 correct answers to this question.
A) Use a standard migration template to populate data
B) Apply the Data Workbench to populate data
C) Use the Application and User Management work center to populate data
D) Use a custom data migration template to populate data
2. When you create items in an installed base, which of the following item categories are supported?
A) Registered product
B) Warranty products
C) Text
D) Product
E) Installation point
3. Which of the following are scenarios supported by SAP Cloud for Service? Note: There are 2 correct answers to this question.
A) Customer support
B) Employee help desk
C) Partner channel management
D) Vendor management
4. Which of the following prepackaged mashups exist for SAP Cloud for Customer? Note: There are 2 correct answers to this question.
A) Mindtouch
B) Whatsapp
C) Google maps
D) Hotmail
5. What is the difference between a business user and an employee? Note: There are 2 correct answers to this question.
A) Business users can be assigned access rights and business roles; employees cannot
B) Employees can be assigned access rights and business roles: business users cannot
C) Employees need to be assigned directly to the organizational structure; business users fo not
D) Business users can be created using the data migration template; employees cannot
Solutions:
| Question # 1 Answer: B,D | Question # 2 Answer: A,C,D | Question # 3 Answer: A,B | Question # 4 Answer: A,C | Question # 5 Answer: A,C |
